Scheduling Coordinator - 1st Shift

The Scheduling Coordinator’s primary function is to answer the phone lines and triage calls and make changes to client schedules. The Scheduling Coordinator is responsible for responding in a timely, professional and courteous manner to customer inquiries and complaints. The scheduler will provide effective customer service for all internal and external customers by using excellent, in-depth knowledge of what Always Best Care Senior Services provides as well as communicating effectively with team members within the scheduling/customer service department. Scheduling staff will cover unassigned cases, complete follow up calls regarding the change of a caregiver, and assisting clients with completion of surveys about services that they receive. When the call volume is low, schedulers will assist with all other Customer Service inquiries.

1. DUTIES AND RESPONSIBILITIES

Duties include the following: Other duties may be assigned

1. Enters client/caregiver schedules
2. Makes adjustments per client request
3. Sends out available shifts via phone blasts
4. Answers inquiries by clarifying desired information; researching, locating, and providing information in a timely and accurate manner. 
5. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
6. Fulfills request by clarifying desired information; completing transactions; forwarding request.
7. Enhances organization reputation by accepting ownership for accomplishing new and different request; exploring opportunities to add value to job accomplishments.
8. Notify supervisor of ongoing problems.
9. Performs other related duties assigned.

3. COMMUNICATIONS

        A.    Assures the confidentiality of all communication, including written, verbal and computer information. Paying special attention to management and company proprietary or confidential topics, data, and plans which you may be privy to in this position.

2. Manages schedule and time in accordance with duties.

        C.    Organizes and facilitates project/program specific meetings and training as necessary to successfully complete task.

        D.   Maintains an open-door policy to resolve client and staff concerns.

        E.    Maintains confidentiality of patient information adhering to HIPAA regulations.

4. PROFESSIONAL STANDARDS

        A.    Maintains a professional standard of conduct, projecting a positive image of the agency always.

        B.    Complies with operational protocols and safety policies and procedures.

        C.    Adheres to all policies and practices of the agency to maintain established Standards of Care.

        D.   Adheres to all human resource policies set forth in the application operational practices

5. PROFESSIONAL DEVELOPMENT

1.   Continually strives to improve by broadening and deepening knowledge through activities such      as formal education, attendance at workshops, conferences, participation in professional and related organizations, and individual study and reading.
2. Attends mandatory educational sessions.

6. QUALIFICATIONS:

1. High School Diploma or G.E.D equivalent required.
2. Strong customer service skills and previous customer service experience.
3. Knowledge of medical terminology/Coding experience necessary
4. Problem solving skills
5. Data Entry Skills
6. Multitasking
7. Computer skills and proficiency in Microsoft Office Suite
8. Excellent verbal and written communication skills
9. Able to maintain confidentiality
10. Able to work under minimal supervision
11. 1-3 years of previous contact center experience required (scheduling, taking in-bound and/or out-bound customer calls).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Hours

As a non-exempt employee, your hours will be 7am-3:30pm

Always Best Care Senior Services is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, natural origin, qualified disability or veteran status, ancestry, marital status, sexual orientation, sex or any other legally protected category.